The largest company in Ukraine for express delivery of documents, goods and parcels to individuals and businesses, with the widest network of branches and carrying out more than 10 million shipments every month to 200 countries around the world.
About the project
The largest Ukrainian private logistics company hired Simply Contact to handle customer requests connected with shipment tracking, delivery cost calculation, loyalty program advice, and ordering additional services. The team needed to handle 7500 calls daily and ensure customer satisfaction.
Simply Contact took over all channels and the entire scope of communication with clients. We ensured an effective framework that aimed at reducing waiting times. The seamless working process enabled us to increase first call resolution and ensure an increase in the customer satisfaction rate.
More than 7500 calls per day are successfully tackled by our agents. We handle requests involving shipment tracking, delivery cost, and advising clients on goods dispatch and delivery. The transparency of all the processes led us to achieve a 91% of customer satisfaction rate.
calls handled per day
agents on the line
We started cooperating with Simply Contact in 2015. The project was launched quickly and on time. The IT work was perfect, and agent performance was satisfactory from the beginning. We are happy with the Simply Contact team’s performance.
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